ComplaintsforSundial Plumbing

• Initial Complaint

  06/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On October 12th, 2023, a pipe burst below my water shut-off valve. When the Sundial plumber arrived, he struggled to find the emergency shut-off valve. After about 15 minutes, Sundial decided to shut off the main water supply to the entire community, as he couldnt locate my shut-off valve. However, it was my team who successfully shut off the communitys water, as the area was unlocked and accessible. They also turned it back on later. The Sundial plumber did not assist in any way. Once the main water supply was off, we continued searching for my units shut-off valve. After another five minutes, we located it buried under a rose ****. Once the water was turned off with the Sundial plumbers (key), my team began repairing the pipes. There was discussion from the Sundial plumber about opening fire hydrants to restore water, but this was irrelevant as it involved a separate system. The Sundial plumber claimed he needed a special tool to do so and left while my team made the repair. When he returned hours later, he admitted they didnt need the tool and said he was expensive, but he would just charge the *** for it, claiming we wouldnt even know. When I received a nearly $3000 bill, I knew something was wrong. The bill was vague and included tasks the plumber didnt perform. It claimed he supervised the drying process, which was untrue. Sundial was on-site for maybe 2-3 hours, and their only contribution was providing the long key to turn off my water supply. When I asked for an explanation of costs, I was told he supervised and was on-site for five hours, which wasnt true. After speaking with the Sundial manager, she said she would talk to the *** manager and adjust the invoice. The *** manager claimed they offered a $500 reduction, which is still inadequate. I requested an updated invoice but have yet to receive it. Sundial Plumbing is not only price-gouging, lying, and doing shoddy work, but they are also dishonest.

  

  Business response

  06/18/2024

  Thank you for taking time to provide your input about the circumstances surrounding the events of last October 12th at *********. The technician that was assigned to this service call was a 20-year veteran licensed plumber whom we had hired a few months prior to that date. He came to us with a couple of high recommendations and had worked for a well-known competitor for a number of years.

  After a thorough review of what occurred, I do believe that some charge is warranted. However, I also determined that this technician did not adhere to our standards of integrity and honesty in this situation (as well as another, more recent event) and that technician has been terminated. It has always been our policy to do the right thing. We intend to adhere to that policy and are going to issue a complete refund to the ********* HOA for the amount invoiced to them and paid by them.

  Kind regards,

  ***************************
  President

  Customer response

  06/18/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  

  I want to thank the president for his thorough review and response on the matter.

  Sincerely,
  ***************************************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩